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国家开放大学-管理英语4
Communication Failure
The meaning of “communication” goes a lot deeper than people often think. Communication is about conceiving, sending, receiving, and interpreting messages as well as confirming reception of these messages. A failure at any point in this chain can result in ineffective communication.
Ineffective communication can be disastrous. There is a famous story of a British Army Commander who sent the message “Send reinforcements, we.re going to advance.” back to his Command Center, through a long chain of subordinates. When the message finally reached the Command Center, it had “mutated” to become -- “Send three and four-pence, we.re going to a dance.” The reinforcements never arrived.
You can demonstrate this same principle, albeit on a less dramatic scale, by trying to play Chinese Whispers with more than 20 people. It is highly unlikely the same message you started with will be the one you end with.
In a business, there are three main types of communication failure. Each has its own indicative signs.
•The first type is known as allocative failure. This occurs when a firm is not gathering enough intelligence about its market or (most often), the information is not reaching the right points. The firm will not be allocating resources in step with the shifts in demand. If demand is rising but the firm is suffering from allocative communication failure, then stocks will fall and there will be understaffing. If the inverse happens, there will be a surplus of stocks and overstaffing.
•The second type is executive failure, where communication to trigger specific events/actions is either late, lacking or in error. The symptoms of this are a general loss of direction in the company or departments, a loss of co-ordination and an increase in complaints from customers as things happen late or not at all.
•The final type is human failure. This occurs when the general culture of a business or the relationships between particular individuals or departments do not foster effective communication. This leads to alienated staff, an increase in staff turnover, an increase in absenteeism and general frustration among staff. Creativity, especially that which takes place across departmental boundaries, is likely to suffer hugely as team synergy slips.
操作提示：通过题目后的下拉选项框选择正确答案。
1. Confirming reception of the sent messages means 回答
.
A. the messages are sent to right receivers
B. the messages are correctly understood
C. the messages are correctly understood by right receivers
2. In the famous British Army Commander story, which step probably did NOT go wrong in the communication chain?回答
A. Conceiving.
B. Sending.
C. Receiving.
3. What is Chinese whispers?回答
A. Who whispers in Chinese.
B. A game to pass message around in a whisper.
C. Chinese people who don.t normally talk very loudly.
4. Allocative failure does NOT happen when 回答
.
A. the right information goes to the right place
B. a company gathers false information
C. the correct information is not received by the right department or person
5. According to the passage, which of the following cases does NOT belong to human failure?回答
A. Decreasing creativity across departments.
B. Inadequate communication between departments.
C. Increasing customer complaints.
Make an action plan based on the following hints of steps. The first line has been done for you. Action Steps： A. Identify wasteful usage. B. Identify person(s) or department(s) with highest supply usage. C. Perform audit（审计；审核）of supply costs for last 24 hours. D. Perform audit of supply usage for last 24 hours. E. Shop（解聘，辞退）suppliers. F. Negotiate new supply rates. G. Create standard supply list and utilization controls. H. Evaluate supplier agreements. Objective Priority Action Steps Responsible Person (who) Due date (when) Status Reduce office supply costs by 10% by the end of the 4th quarter. 1 C Jack Brown September 15 Completed 2 3 4 5 6 7 8
— If you can.t say what you.ve come to say at the meeting, what.s the point? —____________________,but I think you might need to change your approach somewhat. 选择一项： A. I am not sure B. I can see that C. I know that
—How can you explain the latest situation? —____________________,I know it is all my fault. 选择一项： A. Sorry B. Excuse me C. I.m afraid
— What are your teammates like? —_____________ 选择一项： A. They are all warmhearted and helpful. B. They all like sports and games. C. They are all good friends.
On hearing the news of ______ the major exam again, the girl burst into tears. 选择一项： A. her having failed B. she failed C. her being failed
— Who should be responsible for the accident? — The boss, not the workers. They just carried out the order ______. 选择一项： A. as are told B. as told C. as they told
What you need to do is to keep things short and sweet, just the ______. 选择一项： A. questions B. topics C. highlights
Fifty-five per cent of the respondents said that praise and attention from their supervisor would make them feel ______ the company cared about them and their well-being. 选择一项： A. as if B. even if C. like
— Do you know where I can repair my motorcar? — ____________ 选择一项： A. It.s cheap to repair a motorcar. B. Around the street corner. C. You drive too fast to damage it.
—It.s about a successful businessman.s management experience, isn.t it? — ____________ 选择一项： A. My pleasure! B. That.s right! C. It.s up to you!
What We Have Here: A Failure to Communicate It is the 回答 thing. There are more ways than ever to communicate with people, yet it sometimes seems like it is more difficult to connect — and stay 回答 — with anyone. Should you 回答 off an email? Tap out a text? Post a private message on Facebook? Write on their Facebook wall? Skype, poke, ping or conjure them up on a digital tin can phone? And once you reach someone, you wonder: Is he paying attention? How do you know? Even with the techno-ease of 回答 communication devices, conversations can still be troublesome. Questions are asked and answered 回答 of order. Instructions and directions go half-read. Meetings are botched. Feelings are hurt.
1. What kind of role is Melinda taking on for her job? 回答 A. HR manager. B. Project manager. C. Project coordinator. 2. How long will Melinda be trained for her new role? 回答 A. One month. B. Half a month. C. One year. 3. How often should Melinda report to the board on the progress of the project? 回答 A. Once a month. B. Twice a month. C. Once a week. 4. What kind of contract can Melinda sign with outside contractors? 回答 A. Permanent worker contract. B. Standard temporary-worker contract. C. Standard industry contract. 5. Which one does NOT belong to Melinda.s responsibilities? 回答 A. Formulate the industry standard of payment. B. Manage and coordinate her project team. C. Report the project progress to the board.
— I think I have made a great mistake. — ____________ 选择一项： A. I don.t think so. You really made an error. B. I don.t think so. It.s really terrible. C. I don.t think so. It.s not your fault.
— I think things have been a bit difficult for us the last couple of months. —__________. We.ve been working hard, but still getting behind. 选择一项： A. You.re right B. I.m afraid C. I don’t think so
Make an action plan based on the following hints of steps. The first line has been done for you. Action Steps： A. Identify wasteful usage. B. Identify person(s) or department(s) with highest supply usage. C. Perform audit（审计；审核）of supply costs for last 24 hours. D. Perform audit of supply usage for last 24 hours. E. Shop（解聘，辞退）suppliers. F. Negotiate new supply rates. G. Create standard supply list and utilization controls. H. Evaluate supplier agreements. Objective Priority Action Steps Responsible Person (who) Due date (when) Status Reduce office supply costs by 10% by the end of the 4th quarter. 1 C Jack Brown September 15 Completed 2 3 4 5 6 7 8
— If you can.t say what you.ve come to say at the meeting, what.s the point? —____________________,but I think you might need to change your approach somewhat. 选择一项： A. I am not sure B. I can see that C. I know that
—How can you explain the latest situation? —____________________,I know it is all my fault. 选择一项： A. Sorry B. Excuse me C. I.m afraid
— What are your teammates like? —_____________ 选择一项： A. They are all warmhearted and helpful. B. They all like sports and games. C. They are all good friends.
On hearing the news of ______ the major exam again, the girl burst into tears. 选择一项： A. her having failed B. she failed C. her being failed
— Who should be responsible for the accident? — The boss, not the workers. They just carried out the order ______. 选择一项： A. as are told B. as told C. as they told
What you need to do is to keep things short and sweet, just the ______. 选择一项： A. questions B. topics C. highlights
Fifty-five per cent of the respondents said that praise and attention from their supervisor would make them feel ______ the company cared about them and their well-being. 选择一项： A. as if B. even if C. like
— Do you know where I can repair my motorcar? — ____________ 选择一项： A. It.s cheap to repair a motorcar. B. Around the street corner. C. You drive too fast to damage it.
—It.s about a successful businessman.s management experience, isn.t it? — ____________ 选择一项： A. My pleasure! B. That.s right! C. It.s up to you!
What We Have Here: A Failure to Communicate It is the 回答 thing. There are more ways than ever to communicate with people, yet it sometimes seems like it is more difficult to connect — and stay 回答 — with anyone. Should you 回答 off an email? Tap out a text? Post a private message on Facebook? Write on their Facebook wall? Skype, poke, ping or conjure them up on a digital tin can phone? And once you reach someone, you wonder: Is he paying attention? How do you know? Even with the techno-ease of 回答 communication devices, conversations can still be troublesome. Questions are asked and answered 回答 of order. Instructions and directions go half-read. Meetings are botched. Feelings are hurt.
1. What kind of role is Melinda taking on for her job? 回答 A. HR manager. B. Project manager. C. Project coordinator. 2. How long will Melinda be trained for her new role? 回答 A. One month. B. Half a month. C. One year. 3. How often should Melinda report to the board on the progress of the project? 回答 A. Once a month. B. Twice a month. C. Once a week. 4. What kind of contract can Melinda sign with outside contractors? 回答 A. Permanent worker contract. B. Standard temporary-worker contract. C. Standard industry contract. 5. Which one does NOT belong to Melinda.s responsibilities? 回答 A. Formulate the industry standard of payment. B. Manage and coordinate her project team. C. Report the project progress to the board.
— I think I have made a great mistake. — ____________ 选择一项： A. I don.t think so. You really made an error. B. I don.t think so. It.s really terrible. C. I don.t think so. It.s not your fault.
— I think things have been a bit difficult for us the last couple of months. —__________. We.ve been working hard, but still getting behind. 选择一项： A. You.re right B. I.m afraid C. I don’t think so